How Performance & Process Management Shape FMCG Retail: The impact of performance and business process management on the Austrian food retail industry's performance

Austria’s food FMCG sector is highly competitive, with rivalry among retailers intensifying yearly. To stay ahead, modern food retail chains adopt performance and business process management practices to optimize operations, enhance financial outcomes, and remain competitive.This study aimed to provide quantitative evidence of how these practices impact company performance and identify the most effective tools. A mixed-methods approach was used, combining surveys of Austrian retail chains with expert interviews.Findings revealed that commonly studied tools don’t always directly impact financial metrics as expected. Instead, they must be applied in combination with other tools to improve company capacity. While some enhance both operational efficiency and customer satisfaction, others improve one at the expense of the other. This highlights the need for a balanced approach, particularly in dynamic industries where operational success is closely tied to customer experience.The study offers practical insights into effectively using performance and business process management strategies to help Austrian food retailers sustain operational and financial growth.